What are the responsibilities and job description for the Deskside Support Engineer position at Cognizant Technology Solutions?
Deskside Support Engineer
Location : Phoenix , AZ ( Onsite )
Job Summary
We are seeking an experienced Desktop support specialist to join our team. The ideal candidate will have expertise in IT Service Management Incident Management and End User Tools such as Nexthink. Proficiency in Laptop Support Service Now Windows Networking and Remote Desktop Support is essential. This hybrid role focuses on Field Service and Operations Management.
Responsibilities
- Oversee IT service management processes to ensure efficient and effective service delivery.
- Manage incidents and service requests to minimize downtime and enhance user satisfaction.
- Provide expert support for end user tools including Nexthink to optimize user experience.
- Support laptops ensuring seamless operation and user satisfaction.
- Utilize Service Now for incident tracking and resolution improving response times.
- Implement and maintain Windows systems ensuring stability and security.
- Manage networking infrastructure to ensure reliable connectivity and performance.
- Deliver remote desktop support resolving issues promptly and efficiently.
- Collaborate with field service teams to enhance operations management and service delivery.
- Analyze system performance and recommend improvements to optimize operations.
- Develop and maintain documentation for IT processes and procedures.
- Ensure compliance with company policies and industry standards in all IT operations.
- Provide training and guidance to users on IT tools and best practices.
Qualifications
- Possess strong expertise in IT Service Management and Incident Management.
- Demonstrate proficiency in using end user tools like Nexthink for enhanced user support.
- Have extensive experience in Macintosh OS X Laptop Support and Service Now.
- Exhibit strong skills in Windows systems management and networking.
- Show capability in delivering effective remote desktop support.
- Experience in Field Service and Operations Management is essential.
Certifications Required
ITIL V4 Foundation Certification is a plus.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*